Factors Affecting Digital Banking Customer Satisfaction in Indonesia
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Abstract
This paper aims to determine the factors that influence the satisfaction of using digital banking. The method used is UTAUT (Model Unified Theory of Acceptance and Use of Technology) 2 Modification to help specify variables such as Responsiveness, Usefulness, Ease of Use, History, Access Control, Data Privacy, Assurance, etc. Trust, Quality Transaction, User Intention, and User Satisfaction. This research collects data in a questionnaire distributed to digital banking users through a non-probability sampling method using a data collection technique, namely, snowball sampling. For information, the number of respondents obtained is 410 respondents, of which 56% are male and 44% are female. Further analysis concluded that the various variables significantly affect user satisfaction in using digital banks. For example, the access control variable has a value of 3.453 (on t-statistics), which shows that the access control variable has a significant value among other variables.
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